Payment for service calls -NOT!

[JoY]

Just had this reply from my FSM..... start from the bottom and read up......

Can anyone suggest how I might get paid... cos I don't know what to do now???
_________________________________________________


From: Paul Stothard
Date: 05/23/06 14:56:55
To: Agent 111565
Subject: RE: Service calls


Then as far as I know you will not get paid
regards
Paul
-----Original Message-----
From: Agent 111565
Sent: 22 May 2006 12:11
To: Paul Stothard
Subject: RE: Service calls


I can put them in as self generated but...Hillarys CAN'T put them in....... thats why I want to check we will get paid before we do the repairs,,, Thanks.

-------Original Message-------

From: Paul Stothard
Date: 05/22/06 09:57:35
To: Agent 111565
Subject: RE: Service calls

You should be able to ask SC to put them into your fit diary otherwise you will not getpaid speak to Angela Careless.
Regards
Paul
-----Original Message-----
From: Agent 111565
Sent: 22 May 2006 09:18
To: Paul Stothard
Subject: Fw: Service calls


No reply to this either yet???

-------Original Message-------

From: joy hodge
Date: 05/16/06 12:38:09
To: Paul Stothard
Subject: Service calls


Still trying to get servcie calls added to our FIT diary... I have been told that the computer won't let them be added.?? I have added them myself as self generated, but need confirmation that we will still get paid for them, please. (Mancini 92619349 Pilbeam3621333 and McLean 1615834)


One of them (Mancini) has now involved an extra visit (so 3 in all) as the blind will have to be remade in another colour as original now unavailable. Had to go back for them to choose something else. It also now involves TWO blinds being replaced as in same room and need to match.

So, how much will we get paid for 3 visits and replacing 2 blinds?

Thanks Paul....


_____________________________________________

[pyramid]

When I told my FSM that Iwould not do service calls without confirmation of payment Iwas told Iwas the only one .Sound familiar?

[gloryboy]

tell your fsm to refit them, he is salaried!
you aren't a charity.

[hereticus]

Joy....Paul is well respected (by you as well) as being the best FSM at Hillarys, so safe to assume that he is not the problem but the system is.

In your position I would send the email copies to Ross Kenney and Rudie Stewart, pointing out how ridiculous the system is in the context of the promise of payment for all service calls. However, in the interests of maintaining good relationships with Paul, tell him what you are doing and copy him on all the correspondence. He will probably welcome a solution as much as your would.

[gloryboy]

has anyone received a payment for second or multiple dor's yet?
if you have how did you manage it?

[reginald]

I have just done an OOG service call to re-fit 2 vertical blinds after a customer had pvc windows fitted. My charges used to be £20 call out charge plus £10 per blind for fitting. When I told the customer he said that sillarys had told him it was a flat charge of £15 no matter how many blinds were involved and no call out charge!! I wrang service support and they said "yes thats right "so you could have a customer having new windows throughout her house and get the grand total of £15 to fit the whole lot I dont think so !!!!!

[gloryboy]

reginald said:

I have just done an OOG service call to re-fit 2 vertical blinds after a customer had pvc windows fitted. My charges used to be £20 call out charge plus £10 per blind for fitting. When I told the customer he said that sillarys had told him it was a flat charge of £15 no matter how many blinds were involved and no call out charge!! I wrang service support and they said "yes thats right "so you could have a customer having new windows throughout her house and get the grand total of £15 to fit the whole lot I dont think so !!!!!

my guess is they'll ave a backlog of customers awaiting these sorts of problems sorted before very long. i've refused 4 service calls recently purely because they wouldn't give a firm answer on payment.

[hereticus]

reginald said:

I have just done an OOG service call to re-fit 2 vertical blinds after a customer had pvc windows fitted. My charges used to be £20 call out charge plus £10 per blind for fitting. When I told the customer he said that sillarys had told him it was a flat charge of £15 no matter how many blinds were involved and no call out charge!! I wrang service support and they said "yes thats right "so you could have a customer having new windows throughout her house and get the grand total of £15 to fit the whole lot I dont think so !!!!!

That's totally unacceptable ! My understanding is that the £ 15.00 is a basic starter, meaning that you get £ 15.00 for the call out even if it only takes five minutes BUT, for time consuming jobs, the fee is negotiable - with Hillarys if they are paying or with the customer direct if not.

But I don't think this is Hillarys screwing us - I think it is just some idiot in the service centre who hasn't been properly informed or trained.

[RED]

reginald said:

I have just done an OOG service call to re-fit 2 vertical blinds after a customer had pvc windows fitted. My charges used to be £20 call out charge plus £10 per blind for fitting. When I told the customer he said that sillarys had told him it was a flat charge of £15 no matter how many blinds were involved and no call out charge!! I wrang service support and they said "yes thats right "so you could have a customer having new windows throughout her house and get the grand total of £15 to fit the whole lot I dont think so !!!!!

Hope you did not do them. It is not nice leaving a customer in a mess but its not nice being dictated to by the dippy CLG department either.